How to complain to an ombudsman FAQs

Problems solving issues with a government department or a financial or legal company? Which? answers questions concerning your rights & using an ombudsman

Determining ombudsman membership

How do I find out if the company that I’m in dispute with belongs to an ombudsman scheme?

Ask the company or check one of its brochures or its website. Companies should tell you if they are a member of an ombudsman scheme.

If in doubt, check out the British and Irish Ombudsman Association (BIOA). Most ombudsmen are members of this scheme, and the site gives information about all of its members.

If an ombudsman rules against you

I’m in dispute with my estate agent over how slow they were in passing on offers. But we can’t seem to resolve the problem. I want to go to the ombudsman but I’m worried that, if the ombudsman rules against me, I then won’t be able to take this case to court.

If you feel that you have done all that you can to resolve the problem with your estate agent it is worth going to the ombudsman. An ombudsman’s decision is binding on the company you have complained about but it’s not binding on you, so you can still go to court or arbitration if you are unhappy with the decision.

'Letter of deadlock' refused

I want to refer the dispute I am having with my bank to the Financial Ombudsman but the bank has refused to give me a ‘letter of deadlock’. Does this mean I can’t go to the ombudsman?

No, you can still go to the ombudsman. A company or organisation can’t stop you referring your dispute to the ombudsman. If you ask for a letter of deadlock (which says that you and the company have reached a stalemate) and the company refuses to give it to you, go to the ombudsman anyway.

As well as complaining about your original problem, you should complain about the way the bank has dealt with the matter.